Summary
Overview
Work History
Education
Skills
Timeline
Generic

Essence Chalk

Concord,NC

Summary

A highly skilled and detail-oriented customer service professional, with a long history of providing support within the customer care, data entry, and retail industries. A collaborative communicator, who provides exceptional support by phone, e-mail, and chat. Skilled at resolving customer issues and effectively answering questions.

Overview

8
8
years of professional experience

Work History

Resolution Coordinator (Dispatch, Pharmacy, Parts)

Walmart
11.2022 - Current
  • Researched and analyzed individual parties' positions to understand dispute background.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Prepared written opinions or decisions regarding cases.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Skilled at working independently and collaboratively in a team environment.
  • Entered and processed patients' prescriptions into internal system.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched product and issue resolution tactics to address customer concerns.

Team Leader

Target
12.2018 - 05.2022
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained clean sales floor and straightened and faced merchandise.

Inbound Customer Service Representative

Convergys
07.2017 - 10.2018
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Processed debit and credit card and electronic check payments.
  • Resolved complaints to satisfy customers and encourage future transactions.

Sales Associate, Women's Shoes

Nike
06.2015 - 08.2017
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Engaged with customers to build rapport and loyalty.

Education

High School Diploma -

West Mecklenburg High School
Charlotte, NC
06.2017

Skills

  • Customer Feedback
  • Special Projects
  • Critical Thinking
  • Problem Resolution
  • Customer Complaint Resolution
  • Time Management
  • Active Listening
  • Adaptable and Flexible
  • Engaging with Diverse Customers
  • Team Collaboration
  • Customer Communication
  • Learning Strategies
  • Customer Care

Timeline

Resolution Coordinator (Dispatch, Pharmacy, Parts)

Walmart
11.2022 - Current

Team Leader

Target
12.2018 - 05.2022

Inbound Customer Service Representative

Convergys
07.2017 - 10.2018

Sales Associate, Women's Shoes

Nike
06.2015 - 08.2017

High School Diploma -

West Mecklenburg High School
Essence Chalk